At FERO, we're reinventing checkout for eCommerce. Our Smart Checkout adapts in real time to each shopper, helping merchants increase conversion, improve payment performance and unlock significant revenue growth. We work with ambitious eCommerce brands across Europe and are growing rapidly.

We're looking for a Customer Success & Implementation Manager to join our team in Madrid.

This is a highly visible role that combines technical implementation, project management and long-term customer success. You'll become the trusted partner for a portfolio of merchants, guiding them from contract signature through implementation, launch, optimisation and ongoing growth.

Rather than handing customers over after go-live, you'll own the relationship throughout their journey with FERO, ensuring they achieve measurable business outcomes while acting as their internal advocate.

• Lead end-to-end implementations from kickoff through successful launch.
• Coordinate with merchants, internal Product, Engineering and Sales teams.
• Install and configure our plugins across supported eCommerce platforms.
• Manage implementation timelines, dependencies and risks.
• Conduct pre-launch testing and ensure launch readiness.
• Deliver a smooth, professional onboarding experience.
  

• Become the primary point of contact after launch.
• Build trusted, long-term relationships with merchants.
• Monitor merchant performance and proactively identify opportunities for improvement.
• Help merchants adopt new functionality and maximise the value of FERO.
• Coordinate with Product and Engineering when technical issues or feature requests arise.
• Lead regular check-ins and business reviews with customers.
• Act as the voice of the customer internally.
  

• Balance multiple merchants at different stages simultaneously.
• Prioritise effectively in a fast-moving startup environment.
• Communicate clearly with both technical and non-technical stakeholders.
• Identify risks early and drive solutions before they become blockers.
• Take ownership of outcomes rather than simply completing tasks.
  

• Is exceptionally organised and able to manage multiple projects simultaneously.
• Enjoys building long-term customer relationships.
• Is proactive and naturally takes ownership.
• Thinks commercially and understands what success looks like for a customer.
• Can confidently coordinate between customers and technical teams.
• Is comfortable discussing technical concepts without necessarily being an engineer.
• Can balance empathy with the confidence to challenge customers when appropriate.
• Has excellent written and verbal communication skills.
• Thrives in a fast-paced startup where priorities evolve quickly.
  

• Experience in Customer Success, Technical Account Management, SaaS Implementation, Solutions Consulting or Project Management.
• Experience working with eCommerce merchants is highly desirable.
• Familiarity with platforms such as WooCommerce, Magento or Shopify is a strong advantage.
• Payments industry experience is a plus, but not essential.
  

• Help shape one of Europe's fastest-growing checkout platforms.
• Work directly with founders and leadership.
• Own meaningful customer relationships with measurable commercial impact.
• Join a collaborative team where your ideas influence how we scale.
• Competitive salary and the opportunity to grow with the company.
• Based in Madrid.

If you're excited by technology, enjoy solving problems, and love helping customers succeed, we'd love to hear from you.